Customer Service Sales
Resume:
DIANE H. GORDON
Boca Raton, FL 33433
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PROFESSIONAL PROFILE
Senior Manager/Talent Development Professional
Accomplished Leader with results driven approach to designing and delivering practical solutions that develop key
talent with the organizations vision. Articulate professional with a proven ability to build highly productive sales
teams.
Summary of Relevant Qualifications and Strengths
Twenty years management experience with six years call center management experience.
Strong motivator with excellent interpersonal skills.
S uccessful experience coaching, training and motivating sales teams.
Responsible for enrollment and conversion rate goals.
Expert in Call Center Management and Metrics.
Education Dynamics, Boca Raton, Florida. October 2011-January 2013
Enrollment Management Advisor
Key contributor for the launching of the Enrollment Management Department within Education
Dynamics.
Responsible for the Outreach and Counseling of prospective students.
Provided integrity through process and responses, aligning prospective student preferences with
program offerings inline with students education goals.
Consistently met enrollment and compliance goals.
Kaplan University, Fort Lauderdale, Florida 2003-2011
D irector of Admissions 2007-2011
Managed a staff of 70 Admission Advisors and 4 Associate Directors.
Generated over 12 million dollars of revenue annually.
Key contributor to Kaplan Continuing Educations operating income by generating the largest
b ulk of revenue in the department.
Organized and implemented formalized training program for new hires as well as continuing
e ducation for Admissions Advisors.
Hired and trained Associate Directors.
Adapt at script writing.
Generated over 6,000 enrollments annually.
Associate Director of Admissions 2005-2006
Successfully developed a team of 18 Admission Advisors who produced the largest amount of
revenue in the departments of Kaplan Continuing Education.
Hired, trained and coached a team that exceeded monthly sales goals and laid the foundation for
the department to triple in size.
Analyzed metrics to enhance the individual productivity of Admission Advisors.
Managed and distributed approximately 15,000 leads annually.
Achieved highest conversion rate in the department at eight percent.
A dmission Advisor 2003-2005
Excelled in customer service and compliance when interviewing potential candidates for University programs.
Awarded the 2003 Symphony Achievement Award for Top Producing Advisor.
Collaborated with management to provide training, coaching and mentoring which resulted in
t he promotion to management.
OTHER PROFESSIONAL EXPERIENCE
Regional Director for Weight Loss Clinics of America
Supervised the operation of 21 Weight Loss Clinics of America in the New England area.
Produced the top grossing region in the United States and Canada.
EDUCATION
Bachelor of Arts and Sciences, University of Rhode Island
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